Complaints Procedure

Complaints Procedure For Paddington Carpet Cleaning Clients

Paddington Carpet Cleaning is committed to delivering reliable and professional cleaning services to all residential and commercial customers in our service area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Purpose Of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible process for dealing with any dissatisfaction with our services. Our aims are to resolve issues as quickly as possible, learn from feedback, and continually improve the way we deliver carpet, upholstery, and related cleaning services.

Who This Procedure Applies To

This procedure applies to all customers who have booked or received a service from Paddington Carpet Cleaning, including one-off, regular, and end of tenancy cleaning. It covers complaints made by the person who booked the service, the person receiving the service, or an authorised representative.

What We Class As A Complaint

A complaint is any expression of dissatisfaction about the standard of our cleaning work, the conduct of our staff or subcontractors, the way a booking was handled, or any aspect of our customer service. Examples include concerns about the quality of cleaning, damage or loss of property, punctuality, communication, or how we managed a previous issue.

We treat all complaints seriously, whether they are made verbally or in writing, and whether they arise during, immediately after, or following completion of a job.

How To Make A Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us by phone, in writing, or by speaking with a member of our team who will record your concerns and pass them to the appropriate person. We encourage you to raise any issues as soon as possible after the service, ideally within 48 hours, so that we can investigate effectively.

When making a complaint, please provide the following information where possible:

• Your full name and the address where the service was carried out
• The date and approximate time of the service
• A clear description of the issue and how it has affected you
• Any relevant photographs or supporting information
• Your preferred outcome or how you would like us to put things right

Our Complaints Handling Stages

Stage 1: Immediate Resolution

Many concerns can be resolved quickly and informally. If you raise an issue during or shortly after the cleaning visit, we will try to address it immediately. This may involve the cleaning team revisiting an area, clarifying what was agreed, or explaining why a particular result could not be achieved.

If you are not satisfied with the informal response, you can ask for your complaint to be escalated to a formal investigation.

Stage 2: Formal Investigation

Once a complaint is treated as formal, it will be logged and assigned to a manager or senior member of staff. They will acknowledge your complaint within a reasonable timescale and explain the next steps. As part of the investigation we may:

• Review your booking details and service notes
• Speak with the operatives who attended your property
• Examine any photographs or evidence you provide
• Arrange a follow-up visit if necessary to assess the situation

We aim to provide a full response within a reasonable period, taking into account the complexity of the issue. If more time is required, we will let you know and keep you updated.

Stage 3: Review And Final Response

If you remain dissatisfied after receiving our formal response, you can request a review. A different manager, where possible, will reconsider the complaint, the investigation, and the outcome offered. The review may confirm the original decision, vary it, or propose an alternative resolution.

The response to this review will normally be our final position on the matter. We will explain our reasoning clearly and what, if any, further steps are available to you.

Possible Outcomes And Remedies

Where we find that we have made a mistake or the service has not met our usual standards, we will seek to put things right. Depending on the circumstances, remedies may include:

• Recleaning the affected areas
• Providing additional cleaning at no extra cost
• Offering a partial or full refund where appropriate
• Taking corrective action with staff, including additional training

Any remedy will be based on the specific facts of the case, the condition of the property, what was agreed at the time of booking, and the reasonable expectations of both parties.

Your Responsibilities When Making A Complaint

To help us deal with your complaint effectively, we ask that you:

• Raise concerns as soon as reasonably possible
• Provide accurate and complete information
• Allow us access to the property where a site inspection is required
• Treat our staff with courtesy and respect throughout the process

We reserve the right to discontinue communication if behaviour becomes abusive, threatening, or unreasonable. However, we will still consider the substance of any valid complaint.

Confidentiality And Data Protection

All complaints are handled confidentially and in line with our obligations under data protection law. Information will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to do so.

Learning From Complaints

Complaints help us to identify areas where we can improve our services across the local area we cover. We regularly review complaints data to spot patterns, update our training, and refine our cleaning processes, equipment choices, and customer service standards.

Review Of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers. Paddington Carpet Cleaning may update the procedure to reflect changes in our services, legal requirements, or best practice in complaints handling.

If you have any questions about this complaints procedure or would like assistance in raising a concern, please contact us using your usual method of communication with our team.